Job Description

Customer Relationship Management (CRM) 

• Develop and execute customer lifecycle campaigns across email, app, and other owned channels, across all markets 
• Manage customer segmentation, personalisation and marketing automation to drive engagement and revenue 
• Partner with IT, Business Intelligence (BI), and external vendors to ensure CRM systems and tools are optimised, scalable and integrated, with cost-efficient usage 
• Work with IT and BI teams to ensure CRM platform stability, data accuracy, and build system enhancements 
• Monitor campaign performance, develop reports, and share actionable insights to improve targeting, engagement and conversion 
• Manage vendor relationships, setting clear expectations and holding them accountable 
• Proactively integrate into the wider Marketing function, working with colleagues across Media, Brand & Social, Comms and Loyalty to strengthen alignment and collaboration 

Market Development 

• Build and strengthen partnerships with tourism organisations, airport authorities, and destination partners 
• Develop joint marketing campaigns and co-funded promotions to drive inbound and outbound travel across all markets 
• Expand the scope of cooperation with existing partners and identify new partnership opportunities 
• Lead negotiations with partners, prepare proposals, and manage reporting on ROI for joint initiatives 
• Align with finance and legal functions on co-funding agreements, compliance and partner contracts 

Data Analysis & Reporting 

• Monitor and analyse campaign performance across all channels and markets 
• Prepare regular reports with insights and recommendations for optimisation 
• Work with internal and external stakeholders to ensure accurateattribution, data integrity, and consistent reporting across markets 

Collaboration & Continuous Improvement 

• Work closely with in-market teams, agencies and creative functions to ensure localisation and alignment 
• Keep updated with industry trends, new tools, and platform updates 
• Recommend and implement improvements to enhance efficiency and results 

Requirements 

CRM: 

• At least 5 years experience in CRM, partnership marketing, or related fields 
• Hands-on CRM platform experience (e.g. Salesforce Marketing Cloud or equivalent) preferred 
• Strong analytical and technical understanding of CRM systems, campaign workflows and customer data 
• Ability to see the big picture and think strategically, translating commercial objectives into marketing strategies 

Market Development: 

• Track record of managing joint marketing initiatives with B2B partners is a strong plus 
• Excellent stakeholder management and negotiation skills, especially in securing co-funding and building long-term partnerships 
• Strong communication skills (written and verbal), confident in presenting to partners and internal stakeholders 
• Time management and project management skills, for campaign planning and managing many moving parts 

Overall: 

• Experience in travel and hospitality industry is a plus 
• Detail-oriented, proactive, able to work independently while managing multiple projects 
• Collaborative mindset, always seeking to find win-win solutions